1st line support troubleshooting algorythms software

A small IT services company is relying on the receptionist to log their calls, i.e. Reception is acting as 1st line support. The receptionists are not IT support trained so they usually just log the call as the customers would describe them resulting in unnecessary engineer callouts and other inefficient use of recourses.

Is there a 1st line support program / knowledge base that could enable the reception to do some basic trouble shooting over the phone and hence log the calls more accurately?

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